McDonald's Customer Engagement Manager in Chicago, United States

5898BR

Job Description:

A Customer Engagement Manager within GTRM fulfills the critical role of managing and representing the Services of a given Platform or Platforms to their respective assigned geography. This provides 'local' representation to customers and stakeholders in these regions and a single point of contact to address regional specific issues or concerns related to GTRM Services. Key responsibilities include:

• Develop relationships with key stakeholders and act as single point of contact for the GTRM Service Portfolio in the respective geographical location

• Assist Service Managers in the development of strategies and solutions that meet the requirements of markets and take into consideration the needs of their customer's and stakeholders.

• Ensure new solutions are clearly articulated to the segments/markets and participate in change enablement processes surrounding such solutions in order to facilitate successful adoption of GTRM Services.

• Manage and oversee the operational aspects of GTRM Services provided to the markets and ensure that SLA's, KPl's or other related service measurements are being met.

One of the accountabilities of the Customer Engagement manager are to partner with the Service Managers of the GTRM Platforms to develop Service lifecycle (build, deploy and operate). This includes:

• Participate in, or lead design and enhancement functions to ensure products are strategically aligned with McDonald's requirements and long term roadmaps.

• Work with Stakeholders, particularly the market CIO’s, to develop and deliver clear product lifecycles.

• Engage with markets to plan the adoption of key security bundles aligned with McDonald’s core Standards

• Ensure proper process is followed to enable effective operational transition of a service in the markets.

• Manage the internal relationships with stakeholders, global teams, business leads, Regional/Market leads

• Partner with other Service Managers and MCD Sourcing to apply Supplier Management processes to manage Supplier relationships

• Strongly align with the IT Segment Alignment team to understand market priorities and be able to influence market Roadmaps with key Security initiatives

Requisition Number:

5898BR

Country:

United States

EOE Statement:

McDonald’s Corporation is an equal opportunity employer committed to a diverse and inclusive workforce.

Job Type:

full-time

Minimum Requirements:

auto\"> line-height:107%;mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;

color:black\">REQUIRED SKILLS:

text-indent:-.25in;mso-list:l0 level1 lfo1\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Managing resources and

services through an IT outsourcer (ITO) / Managed Service Provider (MSP)

auto;text-indent:-.25in;mso-list:l0 level1 lfo1\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Experience with Compute,

Storage, Network, and Virtualization in Global Data Centers

auto;text-indent:-.25in;mso-list:l0 level1 lfo1\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Conceptual and operational

experience with VMWare Virtualization suite

auto;text-indent:-.25in;mso-list:l0 level1 lfo1\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Must be familiar with ITIL

Foundation Standards

text-indent:-.25in;mso-list:l0 level1 lfo1\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Experience with automation

and orchestration tools and concepts repeatable deployments.

mso-add-space:auto\">Calibri;mso-bidi-theme-font:minor-latin;color:black\">

mso-add-space:auto\"> mso-bidi-theme-font:minor-latin;color:black\">DESIRED SKILLS:

text-indent:-.25in;mso-list:l1 level1 lfo2\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Bachelor’s Degree in IT,

Comp Sci or other similar study is highly desired

auto;text-indent:-.25in;mso-list:l1 level1 lfo2\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Excellent communication

skills, both written and verbal with great attention to detail

auto;text-indent:-.25in;mso-list:l1 level1 lfo2\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Rich experience with

private and public cloud solutions and industry trends

auto;text-indent:-.25in;mso-list:l1 level1 lfo2\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Strong rapport and

relationship building skills with both internal departments and external

supplier’s

auto;text-indent:-.25in;mso-list:l1 level1 lfo2\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Strong background on

successful execution of ITIL disciplines to improve operational excellence.

(Incident, Problem, Change, Capacity, Release Mgmt)

auto;text-indent:-.25in;mso-list:l1 level1 lfo2\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Strong organizational,

time management and prioritization skills

auto;text-indent:-.25in;mso-list:l1 level1 lfo2\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Able to take a creative

approach to situations and problem solving

text-indent:-.25in;mso-list:l1 level1 lfo2\">Calibri;color:black\">•

Calibri;mso-bidi-theme-font:minor-latin;color:black\">Understanding of IT

industry working practices / methodologies

Responsibilities:

margin-left:0in;margin-bottom:.0001pt;mso-add-space:auto;line-height:normal\">Calibri;mso-bidi-theme-font:minor-latin;color:#2B2B2B\">In addition to following

McDonald's policies, procedures and standards, further accountabilities

include, but are not limited to:

margin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;mso-add-space:auto;

text-indent:-.25in;mso-list:l0 level1 lfo2\">mso-bidi-font-family:Symbol;color:black\">· color:#131313\">Develop service-.85pt\"> lifecycle (build,-1.2pt\"> deploy mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;color:#2B2B2B\">and mso-bidi-font-family:Calibri;mso-bidi-theme-font:minor-latin;color:#131313\">operate):color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:black\">Participate in, or lead design and enhancement

functions to ensure products are strategically aligned with McDonald's requirements

and long term roadmaps

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:black\">Work with Stakeholders, particularly the market CIO’s,

to develop and deliver clear product lifecycles

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:black\">Engage with markets to plan the adoption of key

security bundles aligned with McDonald’s core Standards

auto;text-indent:-.25in;mso-list:l1 level1 lfo1\">mso-bidi-font-family:Symbol;color:black\">· minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:#131313;letter-spacing:-2.4pt\">·font-family:Calibri,sans-serif;mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:

minor-latin;mso-bidi-theme-font:minor-latin;color:#131313;letter-spacing:-.05pt\">Product/Secolor:#131313;letter-spacing:-.05pt\">rvice Implementation Approval: minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Working with other Service

Managers, McDonald's markets and IT Segment Alignment, determine service

capabilities neededmso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Secure appropriate officer or

key stakeholder approval in respective markets10.0pt;font-family:Calibri,sans-serif;mso-ascii-theme-font:minor-latin;

mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Support markets with Road

mapping of the required core/optional services and bundlesminor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

auto;text-indent:-.25in;mso-list:l1 level1 lfo1\">mso-bidi-font-family:Symbol;color:black\">· minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:#131313;letter-spacing:-2.4pt\">· font-family:Calibri,sans-serif;mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:

minor-latin;mso-bidi-theme-font:minor-latin;color:#131313;letter-spacing:-.05pt\">Adoption

Managementmso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Possess a clear understanding

of Market environments and challenges and represent those to GTRM Platform

leaders and Service managersCalibri,sans-serif;mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:

minor-latin;mso-bidi-theme-font:minor-latin;color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Lead or assist in deployment

planning and scheduling for the respective marketsminor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Educate customers and key

stakeholders of Product/Service functions, features and implementation

requirementsmso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:black\">

auto;text-indent:-.25in;mso-list:l1 level1 lfo1\">mso-bidi-font-family:Symbol;color:black\">· minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:#131313;letter-spacing:-.05pt\">Operations of the Product/Serviceminor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Ensure all components for a

product are working according to the specified SLAminor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Ensure that Service

descriptions in the Service Catalog meet market needsminor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Ensure operational procedures

and documentation have been published and that where appropriate, market

operational personnel have been properly trained on the productminor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Ensure that GTRM service

managers receive service related feedback from marketsminor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Monitor that segment/market

specific service enhancement requirements are known to the GTRM service

managers and that the development/reject of specific enhancements is

transparent to the requesting segments/markets10.0pt;font-family:Calibri,sans-serif;mso-ascii-theme-font:minor-latin;

mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;color:black\">

auto;text-indent:-.25in;mso-list:l1 level1 lfo1\">mso-bidi-font-family:Symbol;color:black\">· minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:#131313;letter-spacing:-2.4pt\"> font-family:Calibri,sans-serif;mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:

minor-latin;mso-bidi-theme-font:minor-latin;color:#131313;letter-spacing:-.05pt\">Stakeholder

Relationship Managementmso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Ensure initial and ongoing

Stakeholder engagement for initial implementation, subsequent enhancements and

ongoing SLAs through appropriate periodic communicationsminor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Assist in aligning

market/segment functions with global strategies, actively participate in global

forums/teams and act as a single point of contact to the markets for

Product/Service in the GTRM Portfoliofont-family:Calibri,sans-serif;mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:

minor-latin;mso-bidi-theme-font:minor-latin;color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Participate in IT Segment

Alignment meetings (GTRM is part of the extended IT Segment Alignment team)minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Participate in Segment

meetings with the respective market CIO’sfont-family:Calibri,sans-serif;mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:

minor-latin;mso-bidi-theme-font:minor-latin;color:black\">

auto;text-indent:-.25in;mso-list:l1 level1 lfo1\">mso-bidi-font-family:Symbol;color:black\">· color:#131313;letter-spacing:-.05pt\">Sfont-family:Calibri,sans-serif;mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:

minor-latin;mso-bidi-theme-font:minor-latin;color:#131313;letter-spacing:-.05pt\">upplier

Relationship Managementmso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:black\">

text-indent:-.25in;mso-list:l1 level2 lfo1\">color:black\">o

mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Establish communications

channels for ongoing relationship management including communications with

regional or market suppliersCalibri,sans-serif;mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:

minor-latin;mso-bidi-theme-font:minor-latin;color:black\">

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mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:

minor-latin;color:#131313;letter-spacing:-.05pt\">Ensure that main suppliers are

aware of the internal Standards and Policies of McDonald’sminor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;

color:black\">

Job Title:

Customer Engagement Manager

City:

Chicago